Service Desk Analyst-Arabic
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الوصف الوظيفي § Ensure full availability of Service Desk telephone and email support during shift. § Provide telephone and email support for clients and users. § Pro-actively monitor support mailboxes and log in the system. § Be responsible for resolving or escalating customer reported Incidents and Service Requests and log them in the service desk tool. § Create, document, and review work instructions to help deal with similar incidents and requests. § Take full ownership of all open Incidents and Service Requests and update them on a daily basis as minimum. § Support Work Place Services in providing desk side support to resolve users’ issues. As a result, members of the Service Desk team must have excellent verbal and written communication skills and troubleshooting skills as well as thorough knowledge of all Clients’ products, services, tools, and Service Management processes. Ø Availability of the Service Desk telephone and email support. Ø High percentage of first contact resolution of clients’ and users’ Incidents and Service Requests. Ø Achieve a set level of first level resolution of clients’ and users’ Incidents and Service Requests. Ø Ability to create work instructions to share acquired knowledge with peers. Ø To work within structured and defined service management practices (Incident, Change, Configuration, Release Management, etc) Ø To work and be measured against strict Service Level Agreements Ø Provide clients and users with clear, concise updates in relation to their Incidents and requests. Ability to work in all possible shifts. Ø Work within technical strategies driven by business objectives and Enterprise Architectures based on industry-recognised standards Ø Must have the ability to work effectively in multi-national, multi-cultural environment All outputs must adhere to the Clients SMF and agreed ISO standards Ø Support in resolution of client related incidents Ø Support continuous communication with all clients on the status of their Service Requests Maintain technical compliance with all business directions and standards Ø Application of best-practises to technical and process development. Ø Provide insight on areas for improvement within Clients Service Desk for process effectiveness and increased efficiency. المهارات Ø At least 1 year support of Cisco IPT systems. Ø Trouble shooting and problem analysis skills. Ø ITIL v3 foundation. Ø Experience with HP Service Manager is a plus. Ø Experience with Active directory, Exchange, O365 and Azure is highly recommended. Ø Operational experience in maintaining complex IT environments. Excellent Arabic and English written and verbal communication skills.. تفاصيل الوظيفة https://www.bayt.com/ar/qatar/jobs/service-desk-analyst-arabic-4354198/ |
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